A nightmare to update bank details with SARS! What happened to customer experience in this digital age?

After submitting proof of bank account details change via eFiling, I was told that I also needed to upload a copy of my ID and proof of address for further verification. However, the upload button isn't available anymore. Nowhere does it indicate anything else is outstanding on eFiling? The status is "submitted", so I took the liberty of phoning SARS, and after holding for more than an hour and a half, the consultant dropped the call on me. I was stunned when she told me I also needed to submit the above documents, so I laughed, obviously not at her but the whole SARS setup and lack of feedback and service! I hope I've uploaded it to the right location online, not eFiling, and they will refund me as soon as possible. FYI, this is not the first time my bank details have changed in all the 30 years I've been a good tax-paying citizen; however, it's the first time I've had such a bad customer experience getting it updated with SARS. I don't recall going through such an administrative nightmare as I did this time.